Customer Success Associate

Location: Montreal, Quebec (Canada) 

Duration: Permanent

Salary: 66,400-82,600 CAD plus benefits

Hours: 40 hours per week

About the role

Team: Earned Revenue

Reports to: Director of Membership

On 3 November 2021, the companies Trustees announced the creation of a new standard-setting board to help meet the demand from international investors for high quality, transparent, reliable and comparable reporting by companies on climate and other environmental, social and governance (ESG) matters.

At the company you will help ensure the growth of the ISSB education and membership programs with an eye towards strengthening our relationships with members and education candidates in order to move the capital markets to a more sustainable and just future. You are passionate about the growth of ESG integration among companies and investors and look forward to playing a role in working with those who are still learning more about this space. 

You like that you will be the go-to person for managing the customer experience for various programs, where you’ll answer customers’ questions and solve any problems they might encounter. In addition to customer-facing work, you recognize that effective systems and processes behind-the-scenes are the only way IFRS Foundation can successfully support 300+ organizational members of the IFRS Sustainability Alliance and 1,600+ FSA Credential holders, and are excited to contribute to the Foundation’s operational excellence. 

You have learned from experience that authenticity, trust, and problem-solving are essential to building relationships. You are responsive and err on the side of being too helpful. You have a vested interest in making sure programs are implemented well, reducing customer problems down the line, which is why you invest the time in good program maintenance. You are excited to be part of an organization with accelerating momentum.

You set and achieve stretch goals while pursuing ongoing learning and personal development. You combine a problem-solving mentality with a resilient demeanor to help the IFRS Foundation test, learn, and achieve what’s never been done before. You practice good habits with communication, open-mindedness, and trust, and you expect the same from your team members.

Key Responsibilities
 

Educational Program Candidate Engagement

• Lead customer support by answering inbound questions and meeting customer needs, with a 24-hour response time to solve or, at a minimum, acknowledge the request
• Manage IFRS Foundation’s relationship with the third-party vendor that handles exam registration, delivery, and notification of results
• Manage B2B education relationships, including enterprise group registration requests and relationship with prep course providers
• Support marketing planning and logistics for the Fundamentals of Sustainability Accounting (FSA) Credential, including webinars and email campaigns, as well as maintaining reseller relationships and candidate communities.
• Implement new processes for managing records when FSA Credential candidates request continuing education credits for their other professional certifications (i.e. CPA)
• Manage the Academic Licensing program from client inquiry through product delivery

Data Management and Data Analytics

• Manage existing systems to ensure good record-keeping for client status and contact information for clients of the educational programs
• Monitor accuracy of data transfers from educational exam delivery vendor into Salesforce system for all FSA Credential candidates
• Provide candidate demographic insights to support marketing efforts for the FSA Credential
• Support revenue sharing and revenue recognition processes for the FSA Credential, providing insights from test vendor business intelligence platform

• Help the Foundation achieve educational program objectives and earned income goals 
• Manage operational tasks related to all aspects of the program development, user research, and implementation of new offerings

Skills, experience & qualifications sought

• Commitment to the mission of the company
• Enthusiasm for changing environments and comfort with fast-changing conditions – flexibility is important
• Proven experience giving customers and potential customers prompt attention and helpful support 
• Strong project management skills
• Microsoft Excel skills is a plus
• Experience with Salesforce or other CRM platform is a plus
• Execution-oriented, able to get things done quickly and with excellent quality
• Strong process orientation; able to see how to improve things 
• High energy, positive, “can-do” attitude, flexibility, teamwork, and a high degree of initiative
• Experience with client relations, membership programs, or certification programs is a plus
• Knowledge of corporate sustainability, asset management, and/or investment research a plus
• 1-4 years’ relevant experience

Kindred Communications is boutique direct-hire placement headhunting firm with a focus on diversity and inclusion tech placement. We strive to diversify the workforce once placement at a time.